Unruly Passengers

Short summary

Turn IATA requirements into real-world capability!
This training prepares customer-facing aviation staff to effectively handle inappropriate and aggressive behaviour.
Through a blended approach (e-learning, immersive sessions, and avatar simulations), participants build the skills to recognize, prevent and de-escalate high-risk situations.

• Safer operations
• More confident staff
• Fewer disruptions
• Stronger audit readiness

Target Audience

All airport and airline personnel in customer-facing roles, including:

• Check-in and boarding agents
• Ground handling staff
• Cabin crew
• Service and information desk staff
• Security and assistance staff
• Catering and retail staff

This training is ideal for anyone who interacts directly with passengers or customers and wishes to enhance their ability to manage verbal aggression and conflict.

Objectives

Upon completion of this learning path, participants will be able to:

• Recognize and understand different types of inappropriate behaviour, aggression and any other boundary violations.
• Identify underlying causes (stress, frustration, power dynamics, intoxication etc.)
• Apply preventive communication to avoid escalation.
• Respond appropriately to different types of aggression (frustration, instrumental and physical aggression)
• Handle intimidation and discriminatory or sexually charged remarks and acts professionally
• Strengthen emotional resilience and self-control in challenging situations
• Use digital avatars and scenario-based learning to practice and refine communication over time.
• Reinforce learning and behavioural change through continuous follow-up simulations (after 3 and 6 months).

Additional information

Key benefit:

• Reduce incidents with unruly passengers
• Improve operational efficiency and reduce delays
• Increase staff confidence and retention
• Strengthen compliance and audit readiness (IATA / ISAGO aligned)

Trainers

Veerle

With over 25 years of experience in aviation and other 24/7 sectors, I bring a mix of training expertise, coaching, and neurocognitive insights. My passion is helping individuals and teams unlock the full potential of their talents and brains. By combining soft skills with neurocognitive science, I create trainings that go beyond theory and make a lasting impact. In my programs, from Basic Management to Help, I’m becoming a Manager!, I not only teach practical leadership skills but also show how to manage stress, build resilience, and make better decisions under pressure. My goal is to empower people to grow into confident, balanced leaders who can perform sustainably, even in the most demanding circumstances.